Customer Success Manager, Owner.com
$90-105k
A generous pre-IPO equity package
All-in-one digital presence for restaurants.
Open for applications
All-in-one digital presence for restaurants.
101-200 employees
Open for applications
$90-105k
A generous pre-IPO equity package
101-200 employees
Company mission
To give independent restaurants the infrastructure tools they need to compete with larger corporations.
Role
Who you are
- 3+ years of experience in Customer Success, Account Management, or a related role
- A strong background in B2B and/or B2B2C in SaaS, ideally within the food/hospitality and technology space
- Proven success managing high-ARR, multi-location accounts, and delivering results across the full customer lifecycle
- Experience working with SMB/mid-market customers and balancing the unique demands of this segment
- Passionate about creating high-touch, strategic customer journeys that drive measurable success
- Skilled at identifying and monitoring customer health metrics to mitigate risks and maximize growth opportunities
- Familiarity with Customer Success tools (e.g., Salesforce, Sales Loft, TalkDesk, Gong, Loom, Sigma)
- A passion for building strategic, high-touch customer journeys and identifying key health indicators
- Proven ability to de-escalate challenging conversations, handle cancellations, and own retention metrics
- Comfortable managing high meeting volumes while context-switching effortlessly to meet diverse customer needs
- Demonstrate strength in objection handling, conflict resolution, and delivering impactful, consultative solutions
- Adept at interpreting and using data to guide customer conversations and decision-making
- Commitment to personal growth and continuous development
- Bonus: Experience working in a restaurant, bringing real-world insights to customer consultations
What the job involves
- Owner.com is growing quickly, and we’re looking for an experienced Customer Success Manager to manage our marquee, high-volume, and multi-location restaurant customers.
- In this role, you will own the full customer lifecycle for a dedicated book of business, serving as the primary point of contact.
- Your focus will be on delivering a high-touch, consultative experience that drives product adoption, customer value, and long-term retention
- You will act as a trusted restaurant consultant, helping customers optimize new and repeat business through Owner.com’s tools and product offerings.
- As an active voice in our brand partnerships and the second member of the Multi-Location CSM team, you will have the opportunity to influence processes, playbooks, and the overall customer journey
- Your advocacy for the customer will ensure their needs are heard, providing valuable feedback to cross-functional teams to shape the future of our product roadmap. Success in this role will be measured by key performance metrics, including business review completions, revenue retention and customer engagement & production adoption
- Play a critical role in delivering a world-class, high-touch customer experience for enterprise-level customers
- Serve as a strategic advisor and trusted consultant for multi-location restaurants to drive new and repeat business
- Own and improve customer retention by proactively addressing churn risks and delivering measurable value
- Build and refine customer success processes and strategies for enterprise accounts
- Contribute to Owner.com’s growth by identifying opportunities for expansion and driving customer ROI
- Our restaurant brands that have 3 or more locations and/or are apart of our strategic brand partnerships
- This role will has high visibility & will work heavily with multiple internal teams such as Sales, Partnerships, Implementation, Promotional Marketing & SEO, and Product to name a few!
Our take
The Pandemic caused a major upheaval in the US restaurant industry. Smaller operations struggled to stay afloat amidst brick-and-mortar closures, and as the demand for home delivery soared their margins were tightened further by hefty third-party delivery app charges. Add to that the fact that consumers become customers of the delivery app, not the restaurant itself, and it’s a development that has spelt real trouble for independent locales. Owner has set out to level the playing field.
Owner’s platform provides independent restaurants with the infrastructure they need to take control of their business without deferring to third-party apps like GrubHub and Deliveroo. It offers marketing, online ordering, and support solutions to over 1,000 restaurants across the U.S. The company has taken impressive first strides, too: they have a 7 figure run-rate, over 105% monthly revenue retention, and helped restaurants avoid millions in online order platform fees.
It’s a hugely attractive proposition for independent business owners, and research suggests it’s a winning idea for consumers too. Over 60% say they’d prefer to deal with restaurants directly, but historically the infrastructure simply hasn’t been in place to do so. With Owner seeing impressive traction by tripling its customers between 2023 and 2024, it's unsurprising that its 2024 funding is being channelled into engineering and design teams, alongside the development of new tools.
Steph
Company Specialist at Welcome to the Jungle
Insights
75% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2024
$33m
SERIES B
Mar 2022
$15m
SERIES A
Total funding: $62.2m
Company benefits
- 100% Remote - work from anywhere, no commute required
- Comprehensive benefits (healthcare, vision, dental)
- Monthly lifestyle benefits stipend, to use for fitness, wellness, learning, hobbies etc!
Company HQ
SoMa, San Francisco, CA
Leadership
Adam Guild
(CEO)Thiel Fellow, Forbes 30 Under 30 List.
Dean Bloembergen
(CTO)Previously Co-founder and CTO at Marble Technologies, Forbes 30 under 30.
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